Personal VIP Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Personal VIP Manager (Evening Schedule) based in Spain. Join a dynamic international technology environment specializing in digital products and B2B services within the iGaming industry. As a Personal VIP Manager, you will build and maintain strong relationships with high-value customers, helping them stay engaged and enjoy a personalized experience across digital platforms. You will monitor customer activity, identify opportunities to reconnect with inactive users, and deliver tailored support that strengthens long-term loyalty. Through proactive communication across email, messaging platforms, and phone calls, you will address customer needs and promote relevant platform features. Working in a collaborative, fast-paced team, you will have the opportunity to develop your customer relationship management skills and contribute directly to user engagement and retention. This fully remote position offers a stable evening schedule, professional development opportunities, and a supportive culture that values initiative, flexibility, and continuous learning. Accountabilities:
* Monitor and manage a portfolio of VIP customers, maintaining strong relationships and ensuring consistent, personalized communication.
* Develop and implement engagement strategies to maintain customer activity, strengthen loyalty, and encourage continued participation across digital platforms.
* Identify inactive or disengaged customers and proactively initiate contact to re-engage them and encourage their return.
* Analyze customer behavior, preferences, and activity patterns to identify opportunities for tailored support and improved customer experiences.
* Provide personalized assistance by understanding individual customer needs, responding to inquiries, and recommending relevant platform features and services.
* Manage incoming and outgoing communications through multiple channels, including email, messaging applications, and telephone calls.
* Communicate the benefits and features of the platforms in an engaging, customer-focused manner while building trust and maintaining professional relationships.
* Handle customer objections, concerns, and challenging situations with empathy, professionalism, and a solutions-oriented approach.
* Maintain accurate customer records and update relevant information in internal systems to support effective relationship management.
* Organize daily tasks and manage time effectively to meet established deadlines, service expectations, and engagement objectives.
* Collaborate with colleagues across the VIP and Sales teams to share insights, improve workflows, and contribute to overall customer retention goals.
* Continuously develop product knowledge and become proficient in the tools and systems used to manage VIP customer relationships.

Requirements:
* Previous professional experience in the iGaming or online gambling industry, with an understanding of customer engagement and retention practices.
* Fluent English proficiency, both written and spoken, with the ability to communicate confidently and professionally with customers.
* Strong communication skills, including experience handling telephone conversations, email correspondence, and messaging-based customer interactions.
* Proven ability to build rapport with customers, communicate platform benefits persuasively, and maintain positive long-term relationships.
* Experience handling objections, resolving customer concerns, and adapting communication approaches to different customer personalities and situations.
* Strong customer orientation, with the ability to understand individual preferences and deliver personalized, high-quality support.
* Excellent time management and organizational skills, with the ability to prioritize tasks, manage a customer portfolio, and meet established deadlines.
* Empathy, emotional intelligence, and resilience when dealing with demanding customers or complex situations.
* A proactive mindset, willingness to learn new tools and systems, and motivation to continuously improve professional skills.
* Ability to work independently while collaborating effectively with a team in a fast-paced, international environment.
* Availability to work a fixed evening schedule from 18:00 to 02:00 Kyiv time, Monday to Friday, consisting of seven

working hours
and a one-hour break, with no rotating shifts.
* Familiarity with Microsoft Excel or similar spreadsheet tools is an advantage.
* Previous experience using the SoftSwiss administration platform is desirable but not essential.

Benefits:
* Fully remote working arrangement, with the option to work from a comfortable and secure location or from company hubs in Kyiv and Warsaw.
* Stable Monday-to-Friday evening schedule, with no rotating shifts.
* 20 working days of paid time off annually, in addition to public holidays and sick leave.
* Medical insurance